Service Now
Sunil Kumar
New Delhi,New Delhi
Summary
- Overall 8+ years of work experience in Incident Management, Order to cash, Project management & Spanish language domain.
- Experience in Coordinating efforts between offshore and onshore. Strong communication & interpersonal skill.
- Possess good knowledge and understanding of Spanish language and maintaining quality standards.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Infra Managed Service Sr Analyst
Accenture
02.2023 - Current
- Project Management – work on Resource manager tool which includes employee data management, onboarding, offboarding, resource allocation, employee skill tracking.
- Employee Forecast - track the leave forecast for the resource to check the budget & cost of each resource in advance.
- Tracking the client as well as internal timesheet and making sure nothing goes mismatch as it involves cost of each resource.
- Streamlining all the training/additional activities and working on users' application access & passwords
- Preparing the domain productivity reports & maintaining the dashboards.
SW/App Technical Support Analyst
Accenture
10.2019 - 10.2023
- Analyzing & prioritizing the incident according to the urgency & impact to the business.
- Managing the SLA for P1, P2, P3 and P4 tickets and ensured that client SLA is met in resolving the incident.
- Playing a key role in managing the SLA & always ensure all the incidents are resolved before the SLA gets breached.
- Sending Communications / Notifications to End users informing them about the Critical incident & the impact and workaround.
- Develop and maintain change management tools, templates, processes & maintain relationships with key stakeholders.
- Ensuring all administration and reports are maintained and up to date, including contacts information, technical diagrams, post major incident reviews.
Language Certified Management Analyst
Accenture
07.2017 - 10.2019
- Order to cash process, performing Reporting, Invoicing, Mailbox handling, and Ad-hoc requirements from client's-end.
- Interacting with clients over the phone, e-mail or chat to clear their issues.
- SOP and document translation – Spanish to English and vice versa.
Spanish Language Specialist
Genpact India
05.2017 - 06.2017
- Interacted with Latin American customers via emails, phone & chat to resolve queries in Spanish Language.
- Part of the invoicing team- Daily, weekly and month-end activities performed on Seibel.
Spanish Language executive
Ienergizer
01.2016 - 02.2017
- Interacted with Latin American customers via emails, phone & chat to resolve queries in Spanish Language.
- Managed the escalated service concerns received from credit card customers.
- Submitted requests to the proper department to prevent re-occurring of issues and recommended improvements in the process.
Education
Computer Application (BCA) -
INDIRA GANDHI NATIONAL OPEN UNIVERSITY
New Delhi, India12.2013
XIIth - Commerce & Accounts
Govt Sarvodaya Bal Vidyalaya School
New Delhi, India12.2009
Xth -
Govt Sarvodaya Bal Vidyalaya School
New Delhi, India12.2006
Skills
- Project Management
- Incident Management
- Change Management
- Problem Management
- Motivation & Team Management
- Problem-Solving Abilities
- Incident Reporting
- Quality Assurance
- Team Collaboration and Leadership
Certification
- Advance Diploma course in Spanish from Bharathiya Vidya Bhavan
- ITIL Foundation V4 Certificate in IT Service Management.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
BMC Remedy
Jira
SAP
Oracle
Sky speed
Mywizard application
Timeline
Infra Managed Service Sr Analyst
Accenture
02.2023 - Current
SW/App Technical Support Analyst
Accenture
10.2019 - 10.2023
Language Certified Management Analyst
Accenture
07.2017 - 10.2019
Spanish Language Specialist
Genpact India
05.2017 - 06.2017
Spanish Language executive
Ienergizer
01.2016 - 02.2017
Computer Application (BCA) -
INDIRA GANDHI NATIONAL OPEN UNIVERSITY
XIIth - Commerce & Accounts
Govt Sarvodaya Bal Vidyalaya School
Xth -
Govt Sarvodaya Bal Vidyalaya School
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